Jim Machi : Industry Insight
Jim Machi

Genesys Bought Altocloud Because AI is the Future

Genesys has completed the acquisition of privately-held Altocloud Ltd., a cloud-based customer journey analytics provider founded and led by CEO Barry O'Sullivan.We...

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The Rise (Again, and again, and again) of Edge Computing

Where computing power resides is like a sin wave.  Just ebbs and flows from being centralized to being on the edge.  When...

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WWIII: Fight Between BigTech AI, Regulators and Lawyers is Coming

The EU's GPDR or allows General Data Protection Regulation which goes into effect next year includes a right to an explanation of decisions...

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EU GPDR Devastating to AI

Very important guest blog post originally found on Techzone360.Last September, a U.K. House of Commons committee concluded that it is too soon to regulate...

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Where is the Money in Communications Platform as a Service

How can today's wholesale carriers, operators and service providers meet the needs of those hanging on to PSTN and such while at...

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Where your UC solution should be is not the same for every business

There are quite a few debates about where a business Unified Communication solution should physically be located.  Should it be customer premise...

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CafeX Sees Call Center Converging with CRM

CafeX EVP Sajeel Hussain sees a convergence between the CRM space and contact centers and he's in a great position to know...

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Call and Talk to Watson

November 21, 2017

The future contact center is an exciting place.  Artificial Intelligence will be front and center.  The elements of some of this exist today.  First of all, we are seeing Chatbots enter the scene which prompt you and respond to you. 

Why Media Gateways Anymore?

November 7, 2017

This past summer, I wrote a few blogs relating to older technologies such as PSTN, SS7, Fax, etc.  At Dialogic, part of what we do is live in the world of bridging these older technologies to today.  The older technologies live on longer than any of us might imagine, and we have customers who still buy these technologies for various reasons – all revolving around the networks still being used, no matter how much we hear about LTE. And thus, there is business for them and thus, us to be had.

The Importance of SS7 to SIP Interoperability

October 24, 2017

SIP endpoints such as softphones / headsets used for IP based enterprise VoIP calls,  for WiFi calls, and for calls from third party communication apps such as WhatsApp, Viber etc. are becoming the norm. And with continued integration on the phone side (see Apple CallKit), these will continue to proliferate.

However, 3G is not going anywhere for a long period of time

Network Slicing - An A La Carte Network Service in 5G?

October 17, 2017

I’ve been meaning to write about network slicing for a while.  When 5G was first being written about, network slicing was one of many hot topics about 5G. 5G, after all, is going to solve every potential mobile cellular issue we’ve ever come across. At least it seems that way. 

Building Scalable Video Applications

October 10, 2017

“In Many Cases, Media Servers Make or Break the Real-Time Video Application.”  

So it says in the beginning of the white paper “Building Real-Time Video Apps that Scale” written by BlogGeek.Me. I couldn’t agree more considering media servers are at the heart of real-time communication applications.

With respect to video and real-time communciations, there are various methods required to create the best video applications, depending on the application. One method is to use a centralized approach where differnet media formats may be transformed to single format and then sent out. 

Network Monitoring Provides More Than Just Lawful Intercept

September 25, 2017

Both enterprise and service provider networks, whether PSTN-based, cellular or mobile-based, or IP-based, provide monitoring ability to the administrators of the network.  Most of the network monitoring involves providing analytic information so the network administrators know how the network is behaving.  Some monitoring involves line tapping, both for “lawful intercept,” and in the case of call centers, to help (or hopefully) improve your experience.  Let’s take a further look at some specific monitoring applications.

SIP Trunking Options for Mixed Networks

September 19, 2017

Back in June, I wrote a blog about using Gateways for SIP trunking if there are PSTN lines inside the enterprise.  And this makes sense for sure given 40% of enterprises are still PSTN on their internal networks.

But there are other options for interfacing your enterprise with a SIP trunk. Certainly, an SBC is a great choice if you have SIP throughout your network. 

Using Chat Programs for Payments

September 12, 2017

Mobile payment has been around for some time.  In some cases, there are mobile apps you can download from your bank, allowing you to do with your smartphone whatever you can do online.  There are also services like PayPal for person-to-person or person-to-business payments and mobile wallets such as Vodafone’s m-Pesa, which is branchless banking.

But there is an increasing trend to use chat platforms to perform financial transactions. 

IoT and Real-Time Communications Convergence (Part 2)

September 5, 2017

In my August 15th blog, I introduced a whitepaper we have about IoT and Real-Time Communications.  I’ve gotten a few comments about that blog and whitepaper along the lines of “I hadn’t really thought of that” to “it’s inevitable.” The reason Dialogic wanted this whitepaper and is making it available are for those very reasons – to get people to think about what might be possible.  Our industry knows real-time communications very well and there is opportunity for us to grow there.

The graphic above shows potential intersections between IoT and video real-time communications. 

How Will Artificial Intelligence Be Used In the Contact Center?

August 29, 2017

As I have written about many times before, contact centers have always been at the forefront of technological innovation.  That is because they are driven to both reduce costs while increasing customer service. That is why IVRs, speech recognition, remote agents, and VoIP, to name a few, have become entrenched in the contact center.

A natural evolution from an IVR is utilizing AI and chatbots.

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